In 2008, Jay Hyett assumed responsibility for a Service Desk that was said to be 'good enough'. However Jay wasn't happy with that label and so, over the next couple of years and with a tiny budget, he led a Service Improvement Program that turned 'good enough' into 'excellent'. In this presentation, Jay will share insights into how Lonely Planet transformed its Service Desk by adopting best practise from ITIL/Agile/Net Promoter, focussing on developing staff and placing Lonely Planet's customers at the heart of everything they do. This ultimately resulted in turning a good 'Toyota' team into a sleek high performing 'BMW' team.

1. From a Toyota to a BMW
How Lonely Planet transformed their Service Desk
Jay Hyett
Development & Operations Manager
Lonely Planet

6. 1. Hire on attitude

7. Customer Service Communication Skills
Give me an example of a time Technical information is often
when you weren’t sure what a difficult for non-technical
customer wanted? What did people to understand. What
you do and what was the have you done in the past to
outcome? ensure that what you are
communicating is clear,
What do you think is the most logical and understood by a
important aspect of a support non-technical audience?
role?
Initiative Teamwork & Relationship
Tell me about the last time Building
you undertook a project/task How do you develop
that demanded a lot of relationships with colleagues
initiative. What type of working directly with you or in
project/task was it? Why was other areas of the business?
initiative called for? What
was the outcome?
2. Ask the right questions

8. 3. Promote from Service Desk

10. 4. Use a Queue Manager

11. Check Yes or No – COMMENTS:
http://servicedesk – Ensure the queue is cleared
and urgent incidents are assigned and responded to.
FTP queries sent to author-tech-help – Log ticket in
Service-Now and respond if urgent
Check Internal External Ticket Time Team
Number Informed
(if down)
www.lonelyplanet.com
http://www.lonelyplanet.com/thorntree/
Check Yes No Ticket Number Time
Printers (Toner/Service) -
lpozpwprnt03 (Printers and Faxes)
Check Yes No
Collect & distribute mail
Cardboard Recycling (back of tech room) + Blue Bin
Team member monitoring queue over lunch Madhavie
MONDAY ONLY # of Participants Time
Induction 0 0
COMMENTS:
On call numbers if required - http://theloop/support/it/
5. Implement checklists
For more information on Incident Management see -
http://stonehenge/it/GT/itoperations/csi/Incident%20Management/Forms/AllItems.aspx

12. Quick wins
that have a
big impact
Listen & act on
Focus on people Be proactive Look beyond ITIL customer
feedback

13. 6. Implement stand ups

14. 7. Use Agile for projects

15. Quick wins
that have a
big impact
Listen & act on
Focus on people Be proactive Look beyond ITIL customer
feedback

16. 90
What could we do
to make your IT
experience
70 better?
57
50
44
37
34
30
16
13
10
Sep-08 Apr-09
-10
8. Implement periodic surveys

17. 90 For this call, was
there anything we
could have done
70 better?
57
50
44
37
34
30
16
13
10
-10 Sep-08 Apr-09 Oct-09 Apr-10 Oct-10 Jun-11
9. Implement transactional surveys

18. 1. Hire on attitude
Focus on people
2. Promote from Service Desk
3. Use a Queue Manager
Be proactive
4. Implement checklists
Quick wins that
have a big
impact
5. Implement stand ups
Look beyond ITIL
6. Use Agile for projects
7. Implement periodic surveys
Listen & act on
customer
feedback
8. Implement transactional surveys

19. THANK YOU
Jay Hyett
jhyett@gmail.com
/jayhyett http://about.me/jayhyett @jhyett